kiri välja_Päevakeskus Käo auditi raport Brüsselisse

Maarika Aro Saatja: Maarika Aro Saatmisaeg: 14. detsember 2015. a. 10:52 Adressaat: 'Guus van Beek' Koopia: 'Marie Dubost' Teema: Päevakeskus Käo audit raport Manused: EQ_Audit Report_Käo.doc; EQUASS Assurance taotlusvorm. Päevakeskus Käo 2015.xlsx; Additional Information Form. Paevakeskus Kao 2015 eesti.doc; Asutuse auditi külastuse ettevalmistuse vorm_Käo.docx Dear Marie, Dear Guus, Attached you’ll find an audit report and other documents of Päevakeskus Käo EE2015-019. Please let Keiu to know in case there are some comments about the report. Maarika Aro Sotsiaalteenuste kvaliteedi keskus Arendusspetsialist Astangu Kutserehabilitatsiooni Keskus tel +372 687 7223 mob +372 521 3563 [email protected] Astangu 27 Tallinn 13519 www.equass.ee www.astangu.ee 1 EQUASS ASSURANCE ASUTUSE KÜLASTUSE ETTEVALMISTAMISE VORM Asutuse külastus: 26.-27.11.2015 Päevakeskus Käo Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS) Kõik õigused kaitstud. Antud dokumendi elemente ei tohi paljundada, kopeerida ega muul elektroonilisel moel salvestada ilma EQUASS kirjaliku loata.  Asutuse külastuse ettevalmistamise küsimused EQ U AS S As s ur a nc e t ao t lus v or m i le j a a nt ud l is ai nf orm ats i oo n i l e p õh i n ed es pa l um e te i l e tt e va lm is t us ek s v as t at a j är g ne v at e l e s e l gi t us t n õ ud v at e l e k üs i m us tel e : Üldised teemad 1. Miks alustasite EQUASSi rakendamisega ja mida on kvaliteedi süsteemi rakendamisega saavutatud? 2. Mida olete teinud teenuste kvaliteedi tagamiseks ja tõstmiseks oma asutuses? 3. Kuidas o n kvaliteedisüsteemi rakendamine m õjutanud asutuse juhtimist ja perso nalijuhtimist? Millised muutused on toimunud? 4. Kirjeldage oma asutuse põhiprotsesse: planeerimise protsessi, kestva arengu protsessi (PDCA tsükli) ja teenuste o sautamise protsessi rakendamist oma asutuses. 5. Millised on asutuse huvigrupid? 6. Kellega ja millist koostööd teete ning millist lisaväärtust s eeläbi olete saavutanud? 7. Kuidas kaasate teenuse saajaid, personali ja muid huvigruppe teenuste arendamisse? 8. Milliste ko gukonnpõhiste tegevustega olete seotud olnud ja kuidas ühiskonnale lisaväärtust pakkunud? 9. Milliseid parendusprojekte/ innovatsiooniprojekte olete ellu viinud? Version 1.0 2  1. Kvaliteedi põhimõtetele ja EQ U ASS Assurance kriteeriumitele vastavuse küsimused/ teemad: Te en us e s a aj a d k v a li t ee d i ju ht Huv i gr up i d Dir ek tor / P er s o n a l Juht im in e 1. Missioon, visioon ja kvaliteedistandard 1.1. Millised on visioon, missioon ja väärtused ? Kus need on dokumenteeritud ja kuidas nendest töötajad teav itatakse? 1.2. Millised on kvaliteedi alased eesmärgid ? Kus need on dokumenteeritud? x x 1.3. Millised on pikaajalised eesmärgid ? Kus need on dokumenteeritud ja kuidas nendest töötajad teavitatakse? 1.4. Kuidas o n tagatud järjepidev areng (PDCA tsükli toimimine)? 2. Kommuni katsi oon 2.1. Kuidas o n klientidel, nende pereko nnaliikmetel ja teenuse saajate organisatsioonidel võimalus anda tagasisidet teenuste ja programmide ko hta (nii isikliku, kui kollektiivse kogemuse alusel)? Kuidas huv igruppide (rahastajad, kliendid, perso nal) tagasiside dokumenteeritakse? 2.2. Kuidas asutus informeerib pakutavatest x x x x programmide ja teenustest kõiki huvigruppe? Sh 2.2.1. teenuste ja programmide arendamine 2.2.2. protsessid ja protseduurid 2.2.3. organisatsiooni tegevuse 2.2.4. eesolevad sündmused/ üritused 2.2.5. töötajate kaasamise ja arenguvõimalused 3. Aastaplaani koostami ne 3.1. Kirjeldage aastase planeerimise ja ülevaatamise/ x hindamise protsessi (sh rakendam ne ja ülevaatamine) ! Kus on see dokumenteeritud? Version 1.0 3  3.2. Kas aastaplaan sisaldab endas: 3.2.1. SMART eesmärke? 3.2.2. vajalikke tegevusi? 3.2.3. Mõõdetavaid tulemusi? 3.2.4. tegevuse ülevaatamist eesmärkide saavutamisel (sh hindamiseks ja läbivaatuseks ette nähtud ajakavad ja tegevused)? 4. Panus ühiskonda 4.1. Kuidas asutus rahuldab ühiskonna ootusi ja vajadusi? 4.1.1. Kuidas küsitakse tagasisidet ühiskonna erinevatelt huvigruppidelt? 4.1.2. Tooge näiteid tegevuste kohta , mis on suunatud ühiskonna vajaduste x rahuldamiseks? 4.2. Milliste tegevustega asutus näitab üles sotsiaalset vastutust; millega panustab ühiskonda? 4.2.1. Milliste ko gukonnapõ histe tegevustega asutus tegeleb? Millised tegevused on andnud lisaväärtust ühiskonnale? P er so na l 1. Personali juhtimi ne 1.1 Kirjeldage personali värbamis - ja ametis hoidmise korda ! Kus see on dokumenteeritud? 1.1.1 Kas see sisaldab kriteeriume personali värbamiseks? 1.1.2 Kas see põhineb töötajate teadmistel, oskustel ja kompetentsidel ? 1.2 Kirjeldage asutuse võrdsuse ja x x diskrimineerimis e vastasuse põhimõtteid! Kus need on dokumenteeritud? 1.3 Kuidas o n tagatud, et töö toimub õigusaktidega kooskõlas? 1.3.1 Kuidas o n tagatud töö ks sobivad tingimused ? Kuidas asutuses hinnatakse töötingimusi ? 1.3.2 Millised on töötajate tunnustamise põhimõtted? 2. Personali kvalifikatsioon j a arendamine x x Version 1.0 4  2.1 Kuidas toimub koolitus- ja arengukava koostamine ja elluviim ine? 2.1.1 Kas plaan on dokumenteeritud ja seda vaadatakse üle? 2.1.2 Kuidas toimub töötajate arenguvajaduse väljaselgitamine? 2.1.3 Milliseid andmeid säilitatakse toimunud koolituste kohta? 2.1.4 Kuidas asutus hindab koolituste efektiivsust ? 2.2 Kuidas o n määratletud ja kus on kirjeldatud perso nali rollidele ja funktsioonidele vastavad kompetentsusnõuded? 2.2.1 Kuidas neid hinnatakse? 2.2.2 Kuidas o n korraldatud otseselt teenust osutava personali jälgimine ? 3. Personali kaasami ne 3.1 Millised on töötajate kaasamise põhimõtted (asutuse tegevuste täiustamisse, teenuste arendamisse ja personali arendamisse)? 3.1.1 Kus need põhimõtted on kirjeldatud? x x 3.1.2 Kuidas dokumenteeritakse kaasamise läbi saadud tagasiside? 3.2 Millised on perso nali rahulolu tagamise ja motiveerimise põhimõtted ? Kas neid mõõdetakse, dokumenteeritakse, analüüsitakse? Õ igu se d 1. Õigused j a kohustused 1.1 Kirjeldage teenuse saajate õiguseid ja kohustusi ! Kus need on dokumenteeritud? 1.2 Kas need on vastavuses rahvusvaheliste hartadega? Millistega? 1.3 Kuidas teavitatakse personali klientide õigustest ja x x x kohustustest? 1.4 Kuidas teavitatakse kliente nende õigustest ja kohustustest? 2. Kirjeldage kaebustega tegelemise süsteemi ! Kuidas saab kaebusi esitada ja nende lahendamise kohta infot? 3. Enesemääramisõigus x x x Version 1.0 5  3.1 Kuidas näidatakse üles poolehoidu teenuse saaja enesemääratluse osas ? 3.1.1 Kuidas asutus hindab oma sellekohast tegevust? 4. Kuidas asutus toetab teenuse saajat eestkostja (eestkõneleja) ja/või tugiisiku leidmisel? 4.1.1 Kuidas asutus hindab oma sellekohast tegevust? E eti k a 1. Eetika eeskiri/ kord 1.1 Millised on asutuses kehtivad eetilised põhi mõtted, väärtus hinnangud j a tegevused, millest lähtutakse teenuse osutamisel? Kus need on dokumenteeritud? Kuidas neist o n töötajaid teavitatud? 1.1.1 Kas eetika koodeks käsitleb teenuse saajate väärikuse temaatikat, kaitseb neid lubamatu riski eest ja edendab sotsiaalset õiglust ? 1.1.2 Milliseid tegevusi tehakse teenuse saaja füüsilise, vaimse ja m ajandusliku ärakasutamise ennetamiseks ? 1.2 Mida on asutuses tehtud töökeskkonna tur valisuse x x kindlustamiseks ning teenuse saajatele turvalise keskkonna ja füüsilise turvalisuse tagamiseks? 1.2.1 Milline on asutuse töötervishoiu ja turvalisuse plaan? Kuidas on korraldatud riskianalüüs? Milliseid tegevusi tehakse töötervishoiu ja turvalisuse tagamiseks? 1.3 Kuidas o n tagatud andmete konfidentsiaalsus ? 1.3.1 Kus on andmekaitse protsess dokumenteeritud ja kuidas toimub selle ülevaatamine? 1.3.2 Kuidas teenuse saajad oma andmetele ligi pääsevad? 2. Rollid ja vastutus 2.1 Kuidas ja on määratletud teenuse juhtimise, disaini, osutamise, toetamise ja hindamisega tegeleva x x perso nali rollid ja vastutused , volitused ning omavahelised suhted ? 2.2 Kuidas neist rollidest teavitatakse? Koo stöö - suht ed 1. Partnerid teenus e osutamisel 1.1 Milliste organis atsioonidega teeb asutus ko ostööd? x x (sh sotsiaalpartnerid, rahastajad, teenuse saajate organisatsioonid, teenuse saajad) Tooge näiteid koostööst! Version 1.0 6  1.2 Kuidas ja millist koostööd teeb asutus teenuste arendamisel? 1.3 Kuidas selgitatakse välja väliste huvigruppide vajadused? 1.4 Kuidas asutus hindab koostööst tulenevat lisaväärtust ? O s al em in e x x x 1. Teenuse s aaj ate kaasamine 1.1 Kuidas kaasatakse teenuse saajaid vajaduste väljaselgitamisse, teenuse planeerimisse, hindamisse ja arendamisse ? (nii asutuse tasandil kui üksikisiku tasandil) 1.2 Kuidas koos kõlastatakse osalemine (protsessid, meetmed) teenuse saajatega? 1.3 Kuidas toimub teenuse saajate osalemisega seotud protsesside (tegevuse kirjelduste) ülevaatamine ja hindamine (nii individuaalsel, kui kollektiivs el tasandil)? x x 2. Teenuse s aaj ate j õustamine 2.1 Milliseid võttei d/ meetodeid kasutatakse teenuse saajate j õustamiseks ? Tooge näiteid, milliseid tulemusi on saav utatud erinevate jõustamise meetodite läbi? 2.2 Tooge näiteid, mida on asutus teinud, et luua jõustavat keskkonda ? 2.3 Milliseid koolitusi on töötajatele korraldatud, et aidata kaasa teenuse saajate jõ ustamisele? Is ik u - x x x x ke s ks us 1. Kliendi vajaduste välj aselgitami ne 1.1 Kuidas teete kindlaks teenuse saajate praeg used ja lähituleviku vajadused ? 1.2 Kuidas teete kindlaks huvigruppide (sh rahastajad, sotsiaalpartnerid) vajadused? 1.3 Kas asute teenuse saajale, tema pereliikmetele ja hooldajatele kõige sobivamas kohas ? 1.4 Kuidas teete kindlaks, et osutatud teenused (tulemused) vastavad seatud eesmärkidele ja teenuse saajate vajadustele ? x 2. Individuaal ne planeer imine 2.1 Kuidas selgitatakse välja teenuse saajate individuaalsed vaj adused ja ootused (sh teenuse osutamise osas)? Version 1.0 7  2.2 Kuidas individuaalsed vajadused dokumenteeritakse ? 2.3 Kas tegevusplaan põhineb teenuse saaja individuaalsetel vajadustel ja ootustel ? 2.4 Kas tegevusplaan hõlmab: 2.4.1 teenuse saaja oodatavat olukorda? 2.4.2 üldeesmäke? 2.4.3 kindlaid mõõdetavaid eesmärke? 2.4.4 kasutatavaid meetodeid i? 2.4.5 kaasatavat perso nali ja vastutusalasid? Lai ah a ar d x x el is us 1. Teenuse osutamise protsess 1.1 Kirjeldage teenuse osutamise protsessi. Kus on see dokumenteeritud? 1.2 Kas see on kooskõlas asutuse v isiooni, miss io oni ja kvaliteedipõhimõtetega? 1.3 Kas see on kooskõlas rahastajate märkustega? 1.4 Kuidas teenuse osutamise protsessi vaadatakse üle ? 1.5 Kas teenuse osutamise protsesse analüüsitakse siseauditite käigus? x x 2. Katkematu teenuse osutami ne 2.1 Kuidas o n tagatud teenuse osutamise järjepidevus (sh katkematus, sujuv üleminek, multidistsiplinaarne lähenemine, asutuste vahelin e koostöö )? 2.2 Kuidas hinnatakse ja arvestatakse teenuse saajate muutuvaid vajadusi ? 2.3 Kuidas reageeritakse takistustele teenuste osutamisel / nendele juurepääsul? 2.4 Kuidas takistustest raporteeritakse ? x x 3. Ter viklik lähenemi ne 3.1 Kuidas o n määratletud ja mõõdetakse teenuse saajate elukvaliteeti ? 3.2 Kuidas raporteeritakse elukvaliteedi hindamise tulemustest? 3.3 Millised on ja kus on dokumenteeritud töötajate kompetentsid, oskused ja perso nali toetamise meetodid teenuse saajate elukvaliteedi tõstmisega Version 1.0 8  seoses? T ulemu st e x x le 1. Tulemuste mõõtmine ori en te e rit 1.1 Kuidas mõõdetaks e asutuse tegevuseesmärkide us saavutamist ? 1.2 Kuidas dokumenteeritakse / raporteeritakse asutuste tegevuste tulemustest? 1.3 Kas tulemusi auditeerib sõltumatu väline üksus? 1.4 Kuidas hinnatakse individuaalsete tegevusplaanide täitmist / eesmärkide saavutamist (sh lisaväärtus)? 1.5 Kuidas hinnatakse kollektii vsel tasemel teenuste tulemusi / eesmärkide täitmist (sh lisaväärtus)? x 2. Tulemuste hi ndamine 2.1 Kuidas selgitatakse välja parim väärtus (seoses teenuste osutamisega) teenuse rahastajatele ? 2.2 Kuidas hinnatakse teenuse lisaväärtust teenuse saajate elukvaliteediga seoses? 2.3 Kuidas hinnatakse teenuse saajate rahulolu ? 2.4 Kuidas hinnatakse teiste huvigruppide rahulolu ? x x x 3. Tulemuste raporteeri mine 3.1 Kuidas avaldataks e asutuse tegevusar uanded huvigruppidele? 3.2 Kas aruanded on kättesaadavad ja lihtsasti arusaadavad ning sisaldavad personaalseid hinnanguid ja saavutusi ? 3.3 Kuidas jagatakse infot asutuse tegevuste ko hta perso nalile, teenuse saajate le ja teistele välistele huvigruppidele? Pi dev x ar en g 1. Kestva arengu ts ükkel 1.1 Kirjeldage kestva arengu protsessi ! Kus on see dokumenteeritud? 1.2 Kas protsess on tsüklilise iseloomuga : 1.2.1 planeeritud tegevused saavutavad seatud eesmärgi; 1.2.2 tegevused rakendatakse ellu; 1.2.3 tegevuste tulemusi hinnatakse; 1.2.4 parendustegevused rakendatakse ellu ( ja nende tulemused dokumenteeritakse? 1.3 Milliseid indikaatoreid kasutatakse, et mõõta Version 1.0 9  parendustegevuse tulemusi? 1.4 Tooge näiteid parendustegevustest , nende eesmärkidest ja tulemustest! x 2. Innovatsi oon 2.1 Tooge näiteid innovaatilistest töömeetoditest ! 2.2 Kuidas dokumenteeritakse innovatsiooniprojektid ja nende tulemused? 2. Nõutav dokumentat sioon EQ U AS S As s ur anc e ta ot l us es s e m ärg i tu d i nf o le j a lis a de l e p õh i n ed es pa l um e v aa t lus ek s e tt e v a lm is ta d a j är g n e v d ok um ent ats i oo n : 1. J uh t im is e - j a k va l it e e d ik äs ir a am at 2 3. 10 . 20 1 5 k k nr 1 - 4 / 46 2. T ege v us p la a n 20 1 5 3. T ege v us p la a ni ar u a nn e 2 01 4 4. V ärb am is e j a am etik o h a l ho i dm is e p o l i it ik a 2 3. 1 0. 20 1 5 k k nr 1- 4 / 47 5. E et ik ap õ h im õtt ed 0 1 .0 9. 2 01 5 k k nr 1 - 4/ 34 6. Las t e pä e v ah o i ut e en u s e k ir j el d us 0 3. 0 3. 20 1 5 k k nr 1 - 4 / 14 7. Re h ab i l it ats i o on i te e nu s e k or d 09 . 05 . 20 1 2 k k nr 1 - 4 /5 8. T äis k as v a n ut e p äe v a h o iu te e nus e k irj e l dus 2 4. 0 8. 20 1 5 k k nr 1 - 4 / 25 9. P õh i õ ig us ed 11 .0 3 .2 0 13 k k nr 1 - 4 / 15 10 . In d i v id u aa l n e t e g e vus p la a n ( IT P), in d i v id u a a ln e õ pp ek a va ( IÕ K) Version 1.0 10  3. Personali, teenuse saajate ja tei ste oluliste huvi gruppide intervjueerimine EQ U AS S As s ur anc e t ao t lus es an tu d v as t us te l e j a t õ en d it e l e p õh i ne d es p a lum e k orral d ad a i n ter vj u ud j är gm is te in im es t eg a (f unk ts io o n j a k es t v us ) : Juhtkond Kestvus 1. Dir ek tor 60 m in ut i t Personal Kestvus 1. Er i ne v at e t ee n us t e e e s t v as t ut a v ad a 3 0 m in ut i t is ik ud er i n e va tes as uk oh t ad es 2. K v al i te e d ij u ht 1, 5 t un d i Teenuse saajad Kestvus 1. Er i ne v at e t ee n us t e s a aj a d a 3 0 m in ut i t m i nu t it er in e v at es as uk oh ta d e s Teised huvigrupid Kestvus 1. K oos tö ö p ar t ne r 30 m in ut i t 2. Ra h as t aj a 30 m in ut i t Version 1.0 11  Asutuse külastuse ajakava 26 . 11 .2 0 15 P äev 1 Ae g T egev us 9: 0 0- 9 :1 5 A v ak oos o lek Kä o P ä e v ak es k us es 9: 1 5- 1 2: 0 0 T öö dok um en t id e ga 12 : 00- 1 3: 0 0 Lõ u na p aus 13 : 00- 1 4: 3 0 Int erv j uu kv a li t e ed iju hig a 14 : 30- 1 4: 4 5 Mä r k m ete t eg em in e 14 : 45- 1 5: 1 5 Int erv j uu pe r son al ig a 15 : 15- 1 5: 3 0 Mä r k m ete t eg em in e 15 : 30- 1 6: 0 0 Int erv j uu t e enu s e s a aj at eg a ( es ind a jat eg a ) 16 : 15- 1 6: 3 0 Mä r k m ete t eg em in e 16 : 30- 1 7: 0 0 Int erv j uu ko ost ööp a r tne ri ga 17 : 00- 1 7: 3 0 Int erv j uu r ah as ta ja ga 27 . 11 .2 0 15 P äev 2 Ae g T egev us 8: 3 0- 1 0: 0 0 Ma l e v a K es k us e k ül as tus Int erv j uu pe r son al ig a j a t e enu se sa aj at eg a 10 : 00- 1 0: 3 0 T r ans p or t M al e v a K es k us es t P a e K es k us es s e 10 : 30- 1 2: 0 0 P ae Kes k us e k ü las t us Int erv j uu pe r son al ig a j a t e enu se sa aj at eg a 12 : 00- 1 3: 0 0 Lõ u na p aus / t r a ns por t K äo Kes k us es s e 13 : 00- 1 3: 1 5 T öö dok um ent ide ga 13 : 15- 1 4: 1 5 Int erv j uu di r ekt or ig a 14 : 15- 1 5: 4 5 V aj a d us e l t ä ie n da v a d i nt er vj u u d T öö dok um en t id e ga 15 : 45- 1 6: 0 0 Lõ p uk oos o lek Kä o Kes k us es Version 1.0 12 EQUASS ASSURANCE AUDIT REPORT Site visit: 26.-27.11.2015 Päevakeskus Käo Auditor: Mariliis Männik-Sepp © 2012 by European Quality for Social Services (EQUASS) All rights reserved. No part of this document may be reproduced in any form or by any means, electronic, mechanical, photocopying and recording or otherwise without the prior written permission of the EQUASS.  1. Information of the social service provider Name of the social Päevakeskus Käo (Day Care Center Käo, service provider hereinaft er Käo Center ) Address: Käo 53, Tallinn 11317 Post box: N/A Person responsible : Mer ike Melsas (director) Contact person: Jane Langemets (qualit y manager) Phone: (+372) 677 3495 Fax: (+372) 6773832 E-mail: [email protected] Web site: www.kaokeskus.ee Name of Auditor: Mar iliis Männik -Sepp Dates of audit: 26.-27.11.2015 Clients: 103 Staff: As of 01.12.2015: Full time: 66 (+ 7 on childhood leave) Part time: 2 (1 on childhood leave) Contracted: 4 Volunteers: 3 Services: Päevakeskus Käo Childrens Centre: - day care ser vice in cooperat ion with Käo Põhikool; - rehabilitation ser vices. Päevakeskus Käo Pae Centre for Adul ts - day care ser vice; - ever yday supp orted living service ( wor k related activit ies); - rehabilitation ser vices. Päevakeskus Käo Maleva Centre for Ad ults 2  - day care ser vice; - ever yday supported living service ( wor k related activit ies). 2. Audit program 26 . 11 .2 0 15 Day 1 T ime Activity 9:00-9:15 Opening meeting in Day Care Center Käo 9:15-12:00 Documentation review, up -dat ing f iles 12:00-13:00 Lunch break 13:00-14:30 Interview w ith EQUASS contact person - Jane Langemets (qualit y manager) 14:30-14:45 Documentation review, up -dat ing f iles 14:45-15:15 Interview w ith staff - Kati Kiiver (head of special education work), Marge Siimann (senior social pedagogue) , Liis Pärna (social pedagogue). 15:15-15:30 Documentation review, up -dat ing f iles 15:30-16:00 Interview w ith persons served (representatives) - Ave Rand, Anne Lill, Zoja Raud ( parents/ advocates) 16:15-16:30 Documentation review, up -dat ing f iles 16:30-17:00 Interview w ith cooperation partner - Stina Siem, qualit y manager ( Tallinna Tugikeskus Juks ) 27 . 11 .2 0 15 Day 2 T ime Acti vit y 8:30-10:00 Visit to Maleva Center Interview w ith staff and persons served - Mer ike Mer irand (head of services), Liis Rändur), Külli Padar (social pedagogue) with Vjatseslav Tšaika (person ser ved) 10:00-10:30 Transport from Maleva Cent er to Pae Center 3  10:30-12:00 Visit to Pae Center Interview with staff and persons ser ved - Kärt Alehodžin, (personel manager), Silvia Looveer (senior social pedagogue) , Kat i Kiiver wit h Eva Taniloo (person ser ved) and Maria-Helena Kallo (person ser ved). 12:00-13:00 Lunch break / transport to Day Car e Center Käo 13:00-13:30 Interview w ith financing body - Mar ina Runno, seenior specialist (cial Welf are and Health Car e Department) 13:30-13.45 Documentation review, up -dat ing f iles 13:45-14:45 Interview w ith director – Mer ike Melsas 14:45-15:15 Interview w ith staff – rehabilitat ion ser vice coordinator Hanna-Liisa Tiitso 15:15-15:45 Documentation review, up -dat ing f iles 15:45-16:00 Closing meeting in Day Care Center Käo 3. Detailed feedback on performance 1. The social servi ce p rovider defines documents and implements its visi on and mission values on servi ce provision. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The mission, vision and values of Käo Center are stated in the Qualit y Manual, on the walls of the diff erent locations of Käo Center and on the website http://kaokeskus.ee/ , which is available in Estonian, Russian and English. The mission of Käo Center is “Creating conditions f or people with disabilities f or participating age 4 appropr iate activit ies”. The vision is to be sustainable and innovat ive competence centre t hat is valuing qualit y of lif e and off eri ng care ser vices f or people with disabilities to part icipate equally in societ y. The core values of Käo Center ar e prof essionalism and competence, cooper ation and partnership, person - centered and equalit y, innovat ion and openness. The employees of Käo Center demonstrated through inter views that they ar e aware of the organizat ion’s mission, vision and values and they implement them on ser vice provision. 2. The social servi ce provider defines, documents, and implements its qualit y policy by determining long term qualit y goals, and its commitment to continuous improvement. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The qualit y standard, long -term goals and commitment to continuous improvement are stated in the Qualit y Manual and in the organizat ion’s annual activit y plan. The main strategic goals are: - Off ering high qualit y ser vices through the implementation of EQUASS qualit y f ramework; 5 - The daily work is carried out eff icient ly by personnel with good empowerment skills; - Ensur ing access to and continuit y of high qualit y ser vices to target groups by promoting person centered approach, participation and self -determinat ion; - Becom ing a nationwide competence cent er based on the target group; - Supporting f unctioning networking to ensure continuous improvement. The qualit y standar d of Käo Center is f ollowing the EQUASS qualit y principles. It appeared f rom the inter views that the staff of Käo Center is knowledgeable of the qualit y standard and long term goals of the organizat ion. Also, the staff seemed to be devoted to deliver qualit y services and pursue f or continuous improvement. 3. Persons served, famil y members and servi ce user orga nisations are able to give feedback on their individual and collecti ve experience of programmes and services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Streng ths Improvem ent & developments Käo Center has developed diff erent methods to ask and receive f eedback f rom persons served, staff and 6 stakeholders. Feedback is asked systematically. For example lat ely satisf action sur vey was conducted in all three locations of Käo Center among the f amily member s / advocates of the persons ser ved. In 2015 there took place a successf ul f eedback roundtable wit h the cooperation partners, including f .e f unding body Social Insur ance Board and various distr ict governments. Employees can give f eedback on ongoing basis , during staff meetings and staff perf ormance reviews . The last staff satisf action sur vey was conducted in 2015. Also, there are conversat ions wit h persons ser ved that wrap up the whole year, regular group meetings, general assem blies of parents and meeting of the par ents / advocates assembly. Results of sur veys and meet ings are analyzed and summarized. 4. The social service provider i nforms all stakeholders about the offered programmes and services avai lable. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 7 Käo Cent er has inf ormed all possible stakeholders about its services using a variet y of methods and approaches. The home page of Käo Cent er is ver y inf ormative giving a lot of inf ormation about the ser vices and other important inf ormation . Inf ormation to per sons ser ved is available on the walls of the buildings (using PCS pictures) and given through meetings and other gatherings. Inf orming staff and involving staff is descr ibed in the Qualit y Manual and in the Communicat ion Policy and Training Policy of the organizat ion . It is done mainly t hrough regular meetings, inf ormal communication and trainings. External stakeholders are inf ormed mainly using the web page of the organizat ion, social media, e -mail. There has been a brochure made introducing the services of Käo Center. From time t o time there are also open doors days. The stakeholders are aware of the ser vices of Käo Center, which was ver if ied implemented through inter views wit h persons ser ved, staff and partners. 8  5. The social service provider management establishes and documents an annual planning and review process. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The annual planning and review The annual planning procedure could process is integrated into the be in more detail descr ibed in the management process of the Qualit y Manual and could also be organizat ion and is well f unctioning. visually depict ed as a f low diagram . It is recommended to bring out in There are annual action plans , which more detail the different phases of are reviewed regularly (at least three drawing up of the annual plan, times) dur ing the year. The annual persons r esponsible and the input plan is kept up -to-date and the and out put of each stage. current state of the implementation of the plan is depicted in a special Soovitatav on kirjeldada inf ormation system. The IS was planeer imise protsess täpsemalt specially created to make the activit y kvaliteedi käsiraam atus ning selle planning systemat ic and to be võiks ka visuaalselt voodiagrammina interact ive and constantly up -to-date. esitada. Soovitame tuua välj a detailsemalt aasta plaani koostamise The overall year ly activit y plan ( what protsessi etapid, konkreetse etapi takes place when) is also part of the eest vastutajad ning iga etapi Qualit y Policy. sisendid ja väljundid. All meetings are doc umented – minutes of meetings are prepared. 6. The plan includes:  annual outcomes / targets  the acti vities to be undertaken in achieving the annual targets  monitoring of the perfor mance of the organisation in meeting its annual targets time-scales and procedures for revi ew and revi sion. 9 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengt hs Improvem ent & developments The annual planning process of Käo Center has a cyclic character. PDCA- cycle is used f or planning purposes. The annual work plan ( in the IS) includes the f ollowing data: areas of responsibilit y of all employees, activities, t imelines and expected results. Also the r esults of review process are integrated into the system. Aligning the annual activit ies with the vision and the strategic plan is clear and understandable , when studying the documentation of the organizat ion. The annual plan is approved by the director of Käo Cent er. 7. The social servi ce provider demonstrates organisation’s success in satisf ying the needs and expectations of the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center is act ive, when it comes to satisf ying the needs and expectat ions of the societ y and demonstrat ing social responsibilit y. In 2014 Käo Center m ade a sur vey and mapped the expectations of the 10 societ y towards their organization and in 2015 it was f ollowed by an analysis how the organization is capable of fulf illing those expectat ions. Käo Center has grouped its contributions into 5 categories: - econom ic development; - development of local communit y; - development of social welf are ser vices; - environmental pollut ion reduct ion; - societ y's awareness about disabled people. Käo Cent er has identif ied activities in all of these categ ories and carr ies them out consciously. Also, Käo Center gives students an opportunit y to perf orm internship, it is open f or volunteers (also f rom abroad), ser ves as a place to perf orm alternative service etc. 8. The social service provider demonstrates organisati on’s social responsibilit y t hrough acti vities contri buting to the societ y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Cent er has demonstrated social responsibilit y through diff erent activities contributing to the communit y and also to wider societ y. Examples may be trip to RMK 11 Aegviidu nature center and Sõõr iksoo trails (“Puutepunkt” TV show), participat ing in the nationwide Communit y activities day "Let's do it!", participation in the char it y activities of Lindakivi Cultural Center; perf orming together with the band “Bomibillaz” in a concert etc. 9. The social servi ce provider has a staff recruitment and retention policy that prom ot es the selection of qualified personnel based on required know ledge, skills and compet ences. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The staff of Käo Center (all three locations together) includes 72 employees whose exper ience and prof essional know- how ensures the qualit y and consistency of the ser vices. From the point of view of the director, Käo Center has well- trained, committed and competent staff , which is highly valued by the director. Personnel recr uitment, entr y into the organizat ion and leaving principles have been developed. The recruitment and r etention policy is descr ibed in a pr ocedur e , which bears the same nam e. T he principles f or equalit y and non -discrim inat ion are part of the same policy. All employees have individual job 12 prof iles, which include required knowledge, skills and competences. It appeared f rom the inter views wit h the staff that they are aware of their roles, r ights and dut ies. It also cam e out that the employees like their jobs and are devoted to deliver ing high qualit y ser vice. 10. The social service provider operates in compli ance w ith mandator y national legislation, providing appropriate w orking conditions, adequate and agreed staff level and staff ratio, and appropriate rew arding for staff and vol unteers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication progr am Strengths Improvem ent & developments The documentation of Käo Center meets legal requir ements and is reviewed to do this. The organizat ion is proud of its staff level, which is put in place taking into account the special needs of the persons ser ved . The Qualit y Manual and the recruitment and r etention polic y descr ibe t he staff related pr inciples and in detail. Risk analysis of the working conditions is carr ied out annually and is regulated by the risk analysis policy. It is conducted by the occupat ional healt h and saf ety representat ive in cooperat ion wit h the work environment specialist. Feedback / input are also asked f rom 13 employees. The principles f or showing recognit ion to employees and cooper ation partners have been developed. Employees are give n recognit ions f or outstanding perf ormance, best employees are recognized, and incent ive pay is given f or personal achievements. Also f .e personal important events are given attention to (birthdays, getting married, birt h of child etc). 11. The social se rvice provider trains all staff based on a plan for leaning and development and evaluates the effecti veness of the training. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication pr ogram Strengths Improvem ent & developments Staff development and training needs are assessed annually and are descr ibed in the Annual Training Plan, which includes inf ormation about the trainees and the time, place, name, topics and amount of the trainings. The staff of Käo Center is trained based on their needs and expectat ions. The needs ar e discussed during annual perf ormance reviews. All the int er viewed employees showed high appreciation concer ning the trainings received. 14 Feedback on trainings is collected after each training and the value and the success of the training is evaluated. The overall eff ectiveness of the training s is evaluated based on the annual training plan. 12. The social servi ce provi der applies requirements for competence in the identified roles and functions of staff and evaluates them on annual basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & development s The competence r equirements f or employees are descr ibed in their job descr iptions and are reviewed regularly. The perf ormance of staff is reviewed in many var ious ways. F. e there are regular perf ormance reviews . During the reviews the results of the wor k done are analyzed and the objectives f or the f ollowing period are agreed upon. The personnel manager draws up summaries and conducts analysis of the perf ormance reviews. Dail y perf ormance is discussed over the regular meetings. A policy f or conduct ing perf ormance reviews has been drawn up, which also includes the standard f ormat with topics and questions to be 15 asked. 13. The social servi ce provi der recognizes the staff as a resource for feedback on organizational perf ormance, service development and staff development Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The involvement of staff in the planning and evaluation of ser vices is described in the communicat ion policy of the organization, which descr ibes how t he inf ormation moves internally and exter nally. New staff members go through an induction period during which the organizat ion is introduced to them in a systemat ic wa y. Feedback on perf ormance is given and asked continuously. Käo Center recognizes staff as a usef ul tool f or gaining inf ormation. It has regular staff meetings , perf ormance reviews, satisf action sur veys, etc. There is open -doors policy and the dir ector and other managers are always willing to list en actively, what the employees have to say. 16  14. The social service provi der has mechanisms in place to enhance satisfaction and motivation of staff Remark from the auditor: The ser vices of the social ser vic e pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Staff perf ormance evaluat ions and employees’ sur veys are the main tools used to gain f eedback on employees’ satisf action and motivat ion. Mechanisms to provide satisf action and motivat ion are descr ibed in the motivation and recognit ion policy. Special events f or showing recognit ion to staff have been organized, as Käo Center values highly its personnel and demonstrates concern f or them. Besides the nomination of the Best of the Year and highlight ing personal achievements. On the walls of the diff erent locations of the organizat ion one could witness diff erent certif icates, diplomas and Thank You notes f or achievements and good cooperat ion. 15. The social servi ce provi der assures the rights of persons served outlined in a Chart er of Rights w hich is based on the EU Charter of Fundamental Rights , the European Convention for the Protection of Human Rights and Fundamental Freedoms of the Council of Europe and other int ernati onal human ri ghts conventions, especiall y those elaborat ed under the United Nations. 17 Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments All the regulative and guidance documents of Käo Center are based on the legislation of Estonia. Käo Center has developed the rights and duties of persons ser ved, which conf orm to international human rights convent ions . The procedures f or abuse prevention have been developed as well. The rights and duties are available on the hom e page of the organizat ion. They are introduced to persons ser ved by staff and are available on the walls of all care homes (text and PCS pict ures). The persons ser ved (and parents) and staff demonstrated their knowledge of the rights and dut ies through the inter views. 16. The soci al service provider informs the person served about his/her rights and duties especiall y to equal treatment on gr ounds of age, disabilit y, gender, race, religion or belief and sexual orientation before recei ving the services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The rights and duties are introduced 18 to persons ser ved by staff and are available on the walls of centers (in all locat ions). The persons ser ved (and parents) conf irmed their understanding of the rights and duties. Their ser vice provision is also r egulated by the ser vice contract and the rules of the concrete location. The rights and dut ies are discussed during meetings of the persons ser ved. They are also available on the home page of Käo Center. Equal treatment of cust omers is an under lying principle in the principles of service provision. The clients demonstrated their knowledge of the rights and dut ies through the inter views. 17. The social service provider has accessibl e complai nt management s ystem w hich registers feedback on performance from persons served, purchasers and other relevant stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & dev elopments Käo Center has developed a procedure f or handling complaints. The policy is available on the home page of the organization. The various ways on complaining 19 include sending an e -mail, oral complaint , wr itten complaint. If was verif ied during the interviews that the persons served and other relevant stakeholder s were awar e of the ways of submitting complaints . All complaints are dealt with and answered. Director is responsible f or that. The complaint management system proves to be transparent. 18. The social service provider respects the fundamental right to self-determination of the person served. They freel y det ermine their political status and freel y pursue their economic, soci al and cultural development. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center recognizes and supports the right of persons served to the polit ical, economic, social and cultural self -determinat ion. This is one of the f undamental rights of ser vice recipients and it is ensur ed through the ethical principles of Käo Center. Feedback is collected though clients’ sur veys and annual meetings which sum up the previous year. It became evident th rough the inter views that the staff supported the right to self -determinat ions of 20 clients and that the persons ser ved were handled wit h respect. 19. The social service provi der facilitates the person served in choosing and having access to advocates and /or supporting persons. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center off ers support to the persons ser ved and if necessar y, helps to stand f or their rights. Each client is able to rely on a group of social pedagogues and activit y super visors, who support them wit h solving the upcom ing issues and problems. Feedback f rom person ser ved dur ing annual meetings which su m up the previous year. The perf ormance in f acilitating persons ser ved in having access to advocates and/or supporting persons is analyzed. 20. The social service provi der defines and documents its policy on ethics that respects and assures the dignit y o f the persons served, protects them from undue risk and promotes soci al justice Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments In their work the employees of Käo 21 Center f ollow the principles set in the code of ethics of the organizat ion. In ever yday work with people wit h special needs the f ollowing values are ver y impor tant: integrit y, accuracy, pr ivacy, dignit y, credibilit y, openness, car ing, cooper ation and expertise. The per sonnel of Käo Center works in order to preserve or improve persons’ served qualit y of lif e contribut ing to their right to receive the best possible support. Members of staff showed awareness about the related ethic pr inciples. The ethical principles respect and assure the dignit y of the persons ser ved, pr otect them f rom undue risk and promote social justice. One of the values of Käo Center is the person-centered approach and equivalence. Käo Center seeks equalit y in all its activities. Käo Center ’s motto is: equally among the people. New staff members are introduced the ethical pr inciples and values of the organization. 22  21. The social service provider operat es mechanisms w hich prevent the physi cal, mental and financial abuse of users. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments It is the dut y of the staff to ensure that the persons served are protected f r om physical and mental violence including taking advantage of them in any way. Procedures f or abuse pr event ion have been developed. Käo Cent er ant icipates the abuse of the persons ser ved by describing the desired behavior a nd descr ibing the ser vices and the pr ocesses related to the provision. The staff of Käo Center pays caref ul attent ion to ever y case of abuse and resolves them in accor dance with t he proposals / complaints settlement procedure or coming from the arrangement on the work with cases. Members of staff showed awareness about the related principles and procedures. Käo Center evaluates its prevent ion activities regular ly. It is part of its annual activit y plan. 23  22. The social servi ce provi der provides services in a safe system of w orking w ithin a safe environment to ensure the physical securit y of persons served, their families and caretakers. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certi f ication program Strengths Improvem ent & developments Käo Center provides services in a saf e system of working wit hin a saf e environment. Risk assessments of the work place have been conducted and related action plans created. There exist healt h and saf ety procedures f or staff . Also instruct ions on how to act in case of emergencies have been developed. The working condit ions are evaluated (risk assessments are carried out annually according to the procedures of Käo Center). The center pays great attent ion t o the continuous improvement of the working environment. Käo Center ’s activities and work environments has been r egular ly audited by the Labour Inspectorat e and Health Inspectorat e. The physical securit y of persons ser ved and employees has been ensure d through these activit ies. 24  23. The social service provider defines, documents, monitors and evaluat es a set of principles, values and procedures that govern behavi our in servi ce deli ver y containing aspects of confidentialit y, accuracy, pri vacy and int egrit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles, values and procedures in ser vice deliver y are descr ibed mainly in the Qualit y Manual, but in detail also in the rules of data privacy. According to the rules of conf ident ialit y of Käo Cent er the ser vice provider does not harm the persons ser ved and the interests of its cooperat ion part ners with words and deeds. It was demonstrated through the inter views of staff that they ar e aware of the values and procedures that govern behavior in the ser vice deliver y process and the et hical principles related to their work. 24. The social service provider defines, docum ents, monitors and evaluat es procedures for assuring confidentialit y of data regardi ng the persons served and the service provided to them. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance c ertif ication program Strengths Improvem ent & developments 25 The procedures f or assuring conf ident ialit y of data h ave been def ined and documented in the data privacy policy. The related pr ocedur es and principles are over viewed regularl y with personnel and with persons ser ved. 25. The social service provider defines the roles and responsibilities, authorities and the interrelation of all personnel w ho manage, desi gn, deli ver, support and evaluate the service provision to person served. Remark from the au ditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The roles of the employees involved in the pr ovision of services are clearly def ined and descr ibe d in their job descr ipt ion s, and the provision of ser vices descr ib ed in the rules of procedures of the applicable ser vices. The procedures are per iodicall y reviewed and analyzed. Relevant inf ormation is available also on the web page of Käo Center and has been communicated to the clients through the client representat ion. 26  26. The social service provi der w orks in partnership w ith other organisations in the provision of servi ce s. Remark from the auditor: The ser vices of the social ser vice pr oviders mee t this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center works closely wit h diff erent types of cooperation partners. Käo Center has described its inter nal and external partnership relat ions in the f orm of a table that is attached t o the Qualit y manual. Also a graphic depiction of the various stakeholder s of the organizat ion has been drawn. This shows that the organizat ion has really thoug ht it out , with whom and why it cooperates and what are the mutual points of interests and objectives. The Käo Centre values and relies on its partners. The organization wishes to inf luence the development and the qualit y of services meant f or the people with special needs. Käo Center off ers a var iet y of trainings f or prof essionals in the f ield of educat ion and social aff airs. This year the value of the cooper ation was evaluated in f rames of a roundtable with its var ious partners. 27  27. The social service provider w orks in partnership w ith persons served, purchasers and other stakeholders in the development of services. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The persons ser ved (also parents / advocates) , co-operation partner s, f inancing bodies and other stakeholders are involved in t he development of services of Käo Center through meeting s and satisf action sur veys. Käo Center evaluates the mutual cooper ation and their partners' satisf action and f eedback. The evaluat ion takes place at regular management meet ings and dur ing the review of the annual activit y plan. Open doors days have been organized f or visitors and f eedback collect ed. The measures of involvement ar e descr ibed in the Qualit y Manual and related act ivities are put in t he annual work plan s. 28  28. The social service provi der includes persons served as acti ve partici pants in planning and have set up appraisal made up of on- going of an on- going structured dialogue pr ocess in the management of the service, including the definition of the needs, the definition of the services, as w ell as of the evaluation of qualit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The principles and procedures f or the involvement of persons ser ved in the management of the service are descr ibed in the Qualit y Manual and in the Communicat ion policy. Person ser ved (parents / advocat es) are involved in the ser vice planning, deliver y and appr aisal pr ocedure, according to these procedures . There are meet ings, sur veys, r egular f eedback etc. Ideas and proposals are made and these reach the management. The criterion was ver if ied sat isf ied also through exploring client work documentat ion and through inter views with staff and clients. 29. The social service provi der institutes an annual evaluation of partici pation of persons served bot h on indi vidual and/or group basis. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program 29  Strengths Improvem ent & developments The measures, activities and polic y f or client participat ion ar e agreed with the persons ser ved. Käo Center involves the persons ser viced and par ents / advocates in the individual needs assessment, ser vice planning and in the perf ormance evaluat ion of services. Each person ser ved or parent / advocate is agreed with the individual goals and the activit ies t o achieve them. The perf ormance of services is evaluated with persons ser ved and parents / advocat es during the provision of services and the results are recorded at the end of the ser vice. The policy and procedur es f or involvement are reviewed regularly. 30. The social service provi der operates specific instruments f or users to improve their personal empow er ment and personal situation and that of their communit y. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Empowerment of persons ser ved is an int egral part of service deliver y. In Käo Center each person ser ved and their parents / advocates are empowered so that they can be 30 involved in the discussions regarding their lif e and cope with the ever yday working lif e as independently as possible. Ever y employee adheres to the principle of shared responsibilit y and involvement in the work. Käo Center encourages and supports the persons ser ved t o decide on their activities. Each person ser ved is involved and part icipates in activit ies according to their capabilities . 31. The social service provi der operates specific mechanisms for establishing an empow e ring environment. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Empowerment of persons ser ved is an int egral part of service deliver y. Related act ivities were evidenced in ser vices’ deliver y pr ocesses and also came out f rom the inter views wit h staff and persons served. The employees ar e trained about empowerment and the subject is discussed dur ing organizat ion’s meetings. The results of empowerment activities can be f .e evidenced in the individual plans of the persons ser ved. 31  32. The social servi ce provider sel ects programmes w hich are based on a needs assessment at the location w hich is most convenient for the person served , famil y and care takers Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center has an over view of the needs of the person s ser ved ( waiting lists, meetings with cooperation partners, clients’ f eedback , individual plans of persons ser ved ). A sur vey was conducted among the parents’ / advocates of the persons ser ved to better understand and have an over view of the needs and get f eedback on the services off ered by Käo Cent er. Käo Cent er is located in thr ee diff erent locations in various parts pf the cit y. The locations are well accessible. On the home page of Käo Cent er, the maps wer e present ed showing the location of the diff erent centers. 32  33. The social service provider offers programmes consistent w ith the identified needs of its customers and objecti ves for the programme. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center has gained f eedback f rom its cooperation partners / f unding bodies Estonian Social Insurance Board and Social Welf are and Health Care Department . It has ascertained the needs and expectat ions of these bodies . Contracts have been signed that include inf ormation about their expectat ions and expected ser vice amounts. The needs and f eedback of diff erent stakeholders have been discussed during meetings and dur ing dail y cooper ation (though e -mails, telephone) . Also sur veys have been conducted to understand sat isf action and success rates of services. The success and results of the exist ing ser vices have been determined and are descr ibed in the activit y report of the organizat ion. In the f irst quarter of this year a roundtable was or ganized, wher e cooper ation partners met and discussed matters of mutual interest. 33  34. The social service provi der operates indi vidual processes that are dri ven by the needs of the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The planning and deliver y of ser vices is f lexible. Käo Center considers the needs of its stakeholders and the needs of the ser vice recipients . Each person ser ved is provided ser vices according to an individual / personalized act ion plans . The inter views wit h persons ser ved / parents supported the individual approach and expressed sa tisf action with the individual planning. 35. The social service provider documents the planni ng of services based on the ident ification of indi vi dual needs and expectations of persons served in an Indi vidual Plan. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The clients’ individual needs and expectat ions are wr itten down in the individual plans. The individual plans invol ve all the inf ormation set by the criter ion and are agreed by the persons ser ved (parents / advocat es) , which was 34 ver if ied by exam ples of client documentat ion seen during the site visit. The diff erent policies of service provision of Käo Center descr ibe in detail how the ser vice should be provided taking into account the needs of the persons served. Interviews were conducted with persons ser ved /par ents / advocates) ver if ied that the clients were knowledgeable of their object ives and related activit ies. The individual plans were agreed with the persons served, parents / advocates. 36. The social service provider identif ies, documents, and maintains the key servi ce deli very processes to the persons served in line w ith its vision, mission statement and quali t y policy. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The main social services of Käo Center ar e (scope of the EQUASS audit): day care ser vice, rehabilitat ion ser vices, ever yda y supported living se rvice ( work related activit ies). The mentioned ser vices ar e descr ibed in the ser vice deliver y procedures, which are available also on the home page of Käo Center. 35 The main ser vice deliver y pr ocesses are in line with Käo Center ’s vision, mission and qualit y principles. All processes are regularly reviewed by the internal audit processes. 37. The social service provi der review s this delivery process and maintains control over the deli very of t he servi ce. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center r eviews the ser vice deliver y processes through the internal assessment processes. Procedures f or conducting internal assessments have been developed. The main processes are reviewed periodically. Regular meetings, checks, reviews and controls are conducted to assur e maintaining control over the deliver y of services. 38. The social service provider ensures that the person served can access a continuum of servi ces that span from earl y int ervention to support and respond to changing requi rements over time. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center ensures that the person s ser ved can access a continuum of ser vices as n eeds of persons served 36 are evaluat ed and descr ibed in individual plans. According to the individual plans, necessar y ser vices are provided. Regular reassessments are made. If other ser vices are needed, they ar e planned in the individual plans and provided to the ser vice recipients . The continuation of service deliver y is monitored and evaluated regular ly. The continuation issues are discussed dur ing meeting and annual evaluat ion pr ocesses. 39. The social service provi der develops a seamless continuum of services and reduces barr iers in a multi -disciplinary or multi -agenc y setting. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Annual act ivit y reports are composed, which address the continuum of services . The ser vices, that are part of the individual plan, are provided to the customers. In addition a lot of events are organized to the clients. The criterion was verif ied f ulf illed by also explor ing the c lient work documentat ion, where evidence was f ound about multidisciplinar y approach. 37  40. The social service provi der operates servi ces from a holistic approach based on the needs and expectations of the person served w ith the aim of improving the qualit y of life for the person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center uses client -cent ered holist ic approach, which is aimed to improve client ’s qualit y of lif e. The service is provided by a team of employees, who ar e specialists in diff erent f ields. For the ser vice recipient a f ull ser vice has been created, which is designed so that all necessar y ser vices needed are provided in one location. The qualit y of lif e init iat ive’s eff ectiveness is measured and reported in individual plans . Regular re-assessments of individual plans are made. The criterion was verif ied f ulf illed by also explor ing the client work documentat ion, where evidence was f ound about measur ing the qualit y of lif e. 38  41. The social service provider identif ies the needed competences, skills and support for staff to enhance the qualit y of life for person served. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The necessar y competences and skills are described in job descr iptions of Käo Center. These are evaluated annually during employees’ perf ormance evaluations. Trainings are provided to employees, which was evidenced by training plans of Käo Center and came out f rom inter views. 42. The social service provider identifies its business results and provides form al periodic and independent revi ew and procedures t o achieve the targeted results. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developme nts Käo Center has strategic planning annual calendar and annual act ivit y plan. All the activit ies of the year are summed up in the annual activit y report. The annual act ivity reports are disclosed on the home page of the company. 39 External controls ar e conducted by the f unding bodies (Estonian Social Insurance Board and Social Welf are and Health Car e Department ). 43. The social servi ce provi der identifies and registers the outcomes and benefits for person served of the recei ve services on individua l and collecti ve basi s. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center evaluates the perf ormance of their ser vices according to individual plan s / action plans together wit h the persons ser ved (parents / advocates) . On the collect ive level, Käo Center evaluates the perf ormance of their ser vices through persons ser ved and/or parents / advocates and other partners’ f eedback. 44. The social service provider evaluates its business results in order to determine best value for purchasers and funders ( ‘best value’ can also be expressed in relation to the increased qualit y of life offered to the person bei ng served). Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center evaluates the results and added value of its work during regular meet ings and through clients’ and ot her stakeholders’ sur veys , f .e 40 meeting s with the Estonian Social Insurance Board, etc. The persons’ ser ved satisf action is evaluated during annual conversations, which sum up the annual plans. 45. The social service provider e valuates the indi vidual and collecti ve satisfact ion of persons served and other stakeholders by internal and/or external evaluation. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ic ation program Strengths Improvem ent & developments Käo Center organizes regular sur veys to receive fe edback f rom the persons ser ved and t heir f amilies. Also the satisf action of other stakeholders is evaluated by using diff erent means like meetings, questionnaires etc. Feedback is disclosed on the home page of Käo Center. 46. The social service provider provides accessible and easil y understandable records on outcome, including personal perception and achievements Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The records on outcome are It might be an idea to create year communicated to stakeholders, staff books of diff erent locat ions, that and persons ser ved. include an easily understandable 41 The individuals plans include over view of the annual activit ies of personal perceptions and the concrete center and include also accomplishments. personal perceptions and achievements of the persons ser ved. Annual act ivit y r eports are disclosed on the home page of Käo Center. Hea mõte oleks nt koostada iga erinevas asukohas asetseva keskuse kohta aastaraamat, mis sisaldab lihtsasti mõistetavat ülevaadet aasta jooksul ettevõetud t egevuste st ning konkreetse keskuse toetuse saajate personaalseid hinnaguid ja saavutusi. 47. The soci al service provider acti vel y disseminates organization performance among its staff, service users and external stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center reports its perf ormance to f unding bodies, staff and service users. Related inf ormation is also availabl e on the home page Käo Center. Inf ormation is disseminated through home page, staff meetings, client representat ion meetings, etc. 42  48. The social service provider has a standard procedure for continuous improvement on the basis of an improvement cycle. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments The PDCA cycle is used and descr ibed in the Qualit y Manual. Annual plans are drawn up and are reviewed regularly. There is also annual strategic planning action plan. All the processes and activities are also reviewed regularly. The results and per f ormance of Käo Center is measur ed and described in annual activit y reports. All q ualit y improv ement projects ar e descr ibed in the annual plans and are proper ly documented. Inf ormation about the qualit y improvement proj ects is also available on the home page of Käo Center. 49. The social service provi der identifies performance i ndica tors for measuring the results of the improvement actions. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments 43 One of the values o f the Käo Center is that it openness and willingness t o implement new ideas. Käo Cent er is open to nationwide cooper ation and also to inter national cooper ation . It develops and implements best practices in the daily work and uses innovat ive ways of working . Employees of Käo Center part icipate in inter national conf erences and sends its employees to various training s. All improvement programs are document ed, they include goals and respect ive perf ormance indicators. This was verif ied through inspecting f ew examples during site visit. F.e in 2015 pr ocurement s of rehabilitat ion pr ograms (the preparat ion of rehabilitation programs or adaptation of them to persons wit h disabilit ies or part ial working capacit y and organizing a corresponding training). 50. The servi ce provider introduces and manages innovative w ays of w orking that have been identified based on the needs of stakeholders. Remark from the auditor: The ser vices of the social ser vice pr oviders meet this cr iterion of the EQUASS Assurance certif ication program Strengths Improvem ent & developments Käo Center f inds ways of being innovat ive, taking into account the needs and expectations of 44 stakeholders. Best pract ices and contemporar y approaches are used in developing ser vices. F.e. AAC work team developed innovat ive work methods . All innovation projects related inf ormation was ver if ied to be document ed and also available on the home page of Käo Center. 4. Agreed additional development / improvements The applicant decided on the following improvement actions and/or additional development for the period of two years: Short description of the actions (including SM ART objecti ves) 50 Increasing the eff iciency of the nat ion- wide competence center in the f ield of through cont inuous development of the f ield of activit y, coming f rom the needs of the target group. Üle-eest ilise kompetentsikeskuse töö tõhustamine läbi pideva valdkonna arendam ise s ihtrühma vajadustest lähtuvalt ; Person responsible/ vastutaja: director Due date / Tähtaeg: 31.12.2017 11 Creat ing the conditions f or staff prof essional growth - the implementation of a f unctioning internal training system. Tingimuste loomine olemasoleva personali prof essionaalsuse kasvuks - toimiva sisekoolitust e 45  süsteem i rakendamine. Person responsible/ vastutaja: director Due date / Tähtaeg: 31.12.2017 5 Descr ibe the annual planning procedure in more detail in the Qualit y Manual and add a f low diagram. Kirjeldada aastase planeer imise protsess täpsemalt kvaliteedi käsiraam atus ning esitada see visuaalselt voodiag rammina. Person responsible/ vastutaja: director Due date / Tähtaeg: 31.12.2017 46 Create year books of diff erent locations that include an easily understandable over view of the annual act ivities of the concrete center and also personal percept ions and achievements of the persons ser ved. Koostada iga erinevas asukohas asetseva keskuse kohta aastaraamat, mis sisaldab lihtsasti mõistetavat ülevaadet aasta jooksul ettevõetud t egevustest ning konkreetse keskuse toetuse saajate personaalseid hinnaguid ja saavu tusi. Person responsible/ vastutaja: director Due date / Tähtaeg: 31.12.2017 46 Closing remarks Day care Center Käo was created in 1996. The organization consists of three dif erent units, which are located in var ious parts of Tallin n - Käo Children’s Center, Käo Pae Centre f or Adults and Maleva Center f or Adults. The main goal of the organizat ion is to off er various welf are and care ser vices f or childr en and adults with disabilities (sever e cognit ive/ developmental and multiple disabilit y). The mission of Käo Center is c reat ing conditions f or people with disabilities f or participat ing age appropriate activit ies . The vision of the organizat ion is to be sustainable and innovative compet ence centre t hat is valuing qualit y of lif e and off ering care services f or people with disabilities to participate equally in societ y. Considering each client's cognitive, physical and emotional development, the centre aims to provide a saf e and supportive environment where each person is considered an individual, and is r egarded as a whole, and creat e conditions and open up opportunities f or individual self -realizat ion. Work in the centre is based on the principle that ever ybody has a right to participate in ever yday lif e and access activities appropriat e f or their age and abilit ies. At the moment the organizat ion employs 66 f ull t ime employees and 6 part time or contracted staff members in addition. The number of volunt eers is three at this t ime. The target group of Käo Cent er is childr en. The target groups of Pa e Center and Male va Center are adults. The number of persons served is 103 (altogether ) at the moment. The services off ered in the three dif f erent locations of the organization cover the f ollowing (scope of EQUASS application) : day care ser vice, rehabilitation ser vices, ever yday supported living ser vice ( work related activities). Käo Day Care Center has already once gained EQ UASS Assurance certif icate (in 2013). The organizat ion has successf ully continued to implement EQUASS qualit y pr inciples and was able t o show results a nd evidence of doing so. The two major improvement areas that were brought out in the previous EQUASS audit report have been addressed by the organization – the organizat ion has digitalized most of its documentation and has taken important steps in its qua lit y paths. F.e it has conducted the organization’s qualit y cultur e sur vey. It has also star ted to map its act ivities using the 47 EFQ M model. Käo Day Care Center is a well -managed social ser vice provider, with a great manager in f ront of the organizat ion. Th e principles of process management, including PDCA cycle and systemat ic improvement of all processes are integral to the f unctioning of the organization. The documentation of the organizat ion is well organized, correct and comprehensive. Strategic and annu al planning is in place and well -f unctioning. Perf ormance indicators have been developed to measure the results, which are presented along with other inf ormative data in the annual act ivit y reports. The staff of Käo Day Care Center is pr of essional and con t inuously trained. Thanks to supportive leadership, f lat organizat ional structur e and diff erent possibilit ies to be involved in the decision -making process, the staff is highly motivated and also valued by the manage r. Inf ormation about Käo Day Car e Cente r is available f or all stakeholders through diff erent channels. The organizat ion pays a lot of attention to raising the awar eness of its stakeholders about alter native com munication and provides consulting all over Estonia. It f unctions as a com petence cen ter that values qualit y of lif e and off ers care ser vices f or people with disabilit ies. Käo Day Car e Cent er implements person -center ed approach in its ser vice provision, taking into account pr esent and f uture needs of both service users and the societ y in g eneral. The persons ser ved are systematicall y empowered and the aim is to raise the qualit y of their lives. The auditor exper ienced on site that t he social ser vice pr ovider Käo Day Care Center perf orms in compliance with the EQUASS Assurance cr iteria. The inter viewed r epr esentatives of partners, f inancing bodies, employees of Käo Day Care Center and persons ser ved conf irmed this, which was ref lected in their satisf action. During the audit the organization showed many examples of best pr actice, especially in t he f ield of person center ed approach and innovative thinking and act ing. The whole staff was kind and cooperat ive in introducing the work of Käo Day Care Cent er, f inding necessar y evidential mater ials and shar ing inf ormation about f ulf illing EQUASS cr it eria. 48 For the per iod of following two years, some improvement actions were agreed that are brought out in part 4 of the audit report. An over view of suggestions f or improvement that are mentioned under the specif ic criter ia is given as well in part 3. The improvement ar eas included in general i ncreasing the eff iciency of the nation- wide compet ence center, creat ing the condit ions f or staff prof essional growth through int ernal trainings, describing the annual planning procedur e in more detail and the crea tion of year books of diff erent locat ions / centers. After verif ication of the indicators by r eviewing documentation, conduct ing inter views and performing site visit, the auditor was conf irmed that the criteria f or qualit y assurance of the European Qualit y f or Social ser vices were f ulf illed. The auditor was convinced that Käo Day Care Center is devoted to qualit y assurance and impr ovement in its wor k and delivers ser vices of high qualit y. I want to thank the personnel of Käo Center f or good cooperation and f or helping the auditor in the course of the audit process. --- Päevakeskus Käo on loodud 1996. a. Organisatsioon koosneb kolmest üksusest, mis asuvad erinevates Tallinnas linnaosades – Käo Päevakeskus, Pae Keskus ning Maleva Keskus. Asutuse eesmärgiks on pakkuda sotsiaalteenuseid tur valises j a loovas keskkonnas raske ja sügava vaimu - ning liitpuudega lastele ja täiskasvanutele nende parima võimaliku eneset eostuse saavutamiseks. Päevakeskus Käo missioon on luua igale teenusesaajale par imad võimalikud tingimused ea- ja võimetekohasteks tegevusteks. Asutuse visiooniks on olla kaasaegne ja elukvaliteet i väärtustav kompetentsikeskus erivajadustega inimestele. Ar vestades iga kliendi kognitiivset, f üüsilist ja emotsionaalset arengut, on asutuse kesk seks eesmärgik s pakkuda turvalist ja toetavat keskkonda , kus igat inimest võetakse kui tervikust ning igale inimesele pööratakse individuaalset tähelepanu. Samuti l uuakse tingimused ja avatakse võimalused eneseteostuse ks. Töö Käo Keskuses põhineb põhimõttel, et kõigil on õigus osaleda igapäevaelus ja omada juurdepääsu ea- ja võimetekohastele tegevustele . Praegu töötab organisatsioonis 66 täisajaga töötajat, lisaks on tööl kuus osalise ajaga või lepingulist töötajat . Het kel on ka abiks kolm vabataht likku. 49 Käo Päevakeskuse sihtgrupiks on lapsed. Pae ja Maleva keskuste sihtrühma kuuluvad täiskasvanud. Kõigis keskustes kokku on teenuse saajate ar v hetkel 103. Kolm es erinevas asupaigas pakutavad teenused, millele taot letakse EQUASSi kvaliteedimärki, on järgmised: päevahoiuteen us, igapäevaelu toetamise teenus ja rehabilitatsiooniteenus. Käo Päevakeskus on kord juba EQUASS Assurance kvaliteedi sert if ikaadi saanud (2013. aastal). Organisatsioon on edukalt kvaliteedisüsteem i põhimõtete rakendamist jätkanud ning näitas ette sellkoha seid tõendeid ja tulemusi. Kahe põhilise parendusvaldkonnaga, mis toodi välja eelmise auditi käigus, on asutuses tegeletud – organisatsioonis on digitaliseeritud enamus dokumentatsiooni ning on ette võetud edasisi samme oma kvalit eedi teekonnal. Nt on läbi viidud organisats iooni k valit eedikultuuri uuring . Samuti on asutud asutuse tegevusi kaardistama EFQ M mudeli alusel. Käo Päevakeskus on hästi juhitud sotsiaalteenuse osutaja, mille eesotsas on suurepärane juht. Pr otsessijuhtim ise põhimõtted, sealhulgas PD CA tsükkel ja süstemaat iline parendamine, on lahutamatud organisatsiooni t oimim ise osad. Asutuse dokumentatsioon on hästi organiseeritud, korrektne ja täielik. Strateegiline ja iga -aastane planeer imine on paigas ja hästi toim iv. Tulemuslikkuse mõõtmiseks on välja töötatud tulemuslikkuse näitajad, mis esitatakse koos teiste inf ormatiivsete andmetega iga -aastases tegevusaruandes. Käo Päevakeskuse töötajad on prof essionaalsed ja neid koolitatakse pidevalt. Tänu toetavale juhtimisele, lam edale organisatsiooni struktuurile ja erinevatele otsust usprotsessis kaasamise võimalustele on t öötajad kõrgelt motiveer itud ja juhtkonna poolt hinnatud. Teave Käo Päevakeskuse kohta on saadaval kõikidele sidusrühmadele er i kanalite kaudu. Organisatsioon pöör ab suurt tähelepan u oma huvirühmade teadlikkuse tõstmisele alter natiivkommunikatsioonist ning p akub nõustamisteenust üle Eesti . Asutus toimib komp etentsikeskusena, väärtustades elukvalit eeti ning pakkudes sotsiaalteenuseid erivajadustega inimestele. Käo Päevakeskus rakendab teenuse saaj a keskset lähenemist oma teenuste 50 osutamisel, võttes arvesse nii teenuse saajate kui ka laiema ühiskonna praegusi ja tulevasi vajadusi. Järjepidevalt tegeletakse t eenuse saajate jõustamisega ning eesmärk on tõsta nende elukvaliteet i. Kohapeal koges audiitor, et sotsiaalteenuse osutaja Käo Päevakeskus tegutseb vastavuses EQUASS Assurance kriteer iumit ega. Intervjuud huvigruppide ja r ahastajate esindajatega, Käo Päevakeskus töötajatega ja teenuse saajatega samuti kinnitasid seda, mis välj endus nen de rahulolus. Auditi käigus oli asutusel ette näidata mitmeid parimaid praktikaid ja saavutusi EQUASSi põhimõtete täitmisel, eelkõige isikukeskses lähenemises ning innovaatilises mõtlemises ja käitum ises. Kogu asutuse töötaj askond oli lahke ja koostööald is Käo Päevakeskuse töö tutvustamisel, vajaliku tõendusmaterjali leidmisel ning inf ormatsiooni jagamisel EQUASS - i kriteeriumite täitmise kohta. Järgnevaks kaheks aastaks lepiti kokku mõned parendustegevused, mis on välja toodud aruande 4 -ndas osas. Ülevaa de par endussoovit ustest konkreetsete kriteeriumite lõikes on esitatud ka aruande 3 - ndas osas. Parendusvaldkonnad hõlmasid üldises plaanis üle-eestilise kompetentsikeskuse töö tõhustami st, tingimuste loomist olemasoleva personali prof essionaalsuse kasvuks sisekoolituste kaudu, aastase planeer imise protsess täpsemalt kirjeldamist ning iga erineva asukohaga keskuse kohta aastaraamat u koostamist. Pärast indikaator itele vastam ise tõendamist, tutvudes dokumentatsiooniga ning viies läbi inter vjuud, oli audiitor v eendunud, et kriteeriumid Eur oopa kvaliteedimärgi jaoks sotsiaalteenustes on täidetud. Audiitor sai veendumuse, et Käo Päevakeskus on pühendunud oma töös kvaliteedi tagamisele ja täiustamisele ning osutab kõrge kvaliteediga teenuseid. Tänan Käo Keskuse töötajad hea koost öö eest ning auditi käigus osutatud abi eest. Tallinn, 11.12.2015 Mar iliis Männik -Sepp EQUASSi audiitor / EQUASS auditor 51 EQUASS ASSURANCE APPLICATION ADDITIONAL INFORMATION 1. Short information about the organisation in the nati ve language Päevakeskus Käo on loodud 1996. a. eesmärgiga pakkuda sotsiaalteenuseid turvalises ja loovas keskkonnas raske ja sügava vaimu - ning liit puudega lastele ja täiskasvanutele nende parima võimaliku eneseteostuse saavutam iseks. Päevakeskus Käo missiooniks on luua igale teenusesaajale parimad võimalikud tingimused ea - ja võimetek ohasteks tegevusteks. Päevakeskus Käo visiooniks on olla kaasaegne ja eluk valiteeti väärtustav kompetentsikeskus erivajadustega inimestele. Päevakeskus Käo tunnuslauseks on: Võrdväärselt inimeste seas. 2. Short information about the organisation in English (acti vities, clients, etc.) The main goal of Päevakeskus Käo is to off er various welf are and care ser vices f or childr en and adults with disabilities (sever e cognit ive/ developmental and multiple disabilit y). Considering each client's cognitive, physical and emotional development, the centre aims to provide a saf e and sup portive environment where each person is considered an individual, and is r egarded as a whole, and creat e conditions and open up opportunities f or individual self -realizat ion. Work in the centre is based on the principle that ever ybody has a right to parti cipate in ever yday lif e and access activities appropriat e f or their age and abilit ies. 3. Name of the organisation as you w ould w ant it to appear on the EQU ASS Assurance certificate Päevakeskus Käo 4. Name of services / departments of the organi sation i n the scope of the application as you w ould w ant it to appear on the EQU ASS Assurance certificate : Päevakeskus Käo lastekeskus - päevahoiuteenus koostöös MT Ü Inimeselt Inimesele Käo Põhikooliga ; - rehabilitatsiooniteenused. Päevakeskus Käo Pae keskus 1 - Päevahoiuteenus; - Igapäevaelu toetamise teenus; - Rehabilitatsioonit eenused. Päevakeskus Käo Maleva keskus - Päevahoiuteenus; - Igapäevaelu toetamise teenus. 5. Organisation’s logo Information to be published on EQUASS website: Name of the organi sation : Päevakeskus Käo Post address: Käo 53, Tallinn 11317, ESTONIA Director: Merike Melsas Contact person: Jane Langemets Email: [email protected] Web: www.kaokeskus.ee 2